Zeithaml, Valerie A. <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valerie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 
 - 4th edition. 
 - New York :  McGraw- Hill Book Company,  2006. 
 - 708 pages :  illustrations ;  25 cm. 
<br/><br/> Includes index. 
<br/><br/><label>ISBN: </label>0071253297 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer Service.<br/>Marketing.